New data from the UK's Civil Aviation Authority has shed light on the airlines that attracted the most passenger complaints during a recent period, revealing some unexpected names at the top of the list.
Complaint Figures Unveiled
The latest statistics, covering the period from mid-2024 to March 2025, indicate that over 43,000 formal complaints were lodged against airlines operating within the United Kingdom. This comprehensive dataset provides a clear picture of passenger dissatisfaction across the aviation sector.
Top Offenders for Complaints
Analysis of the complaint volume per million passengers carried reveals a surprising leader. Wizz Air recorded the highest rate of complaints, surpassing even Ryanair for this unwelcome distinction. The Hungarian low-cost carrier significantly outpaced its competitors in terms of passenger grievances reported to the authorities.
Primary Causes for Passenger Discontent
The range of issues prompting complaints is extensive, but several key areas stand out as frequent sources of frustration for travellers. The most common grievances include:
- Flight disruptions and cancellations
- Instances of denied boarding
- Lost or damaged luggage and baggage handling problems
- Inadequate assistance provided for disabled passengers
Flight Cancellation Leaders
Separate data on flight cancellations presents a different set of airlines facing operational challenges. Dutch carrier KLM cancelled the highest number of flights in the year to March 2025, grounding a total of 2,760 services.
Other Major Airlines with High Cancellation Rates
KLM was followed closely by other prominent carriers in terms of cancellations:
- British Airways, which cancelled 1,763 flights
- Germany's Lufthansa, with 1,757 cancellations
Proportional Cancellation Analysis
When examining the proportion of cancelled flights relative to total services operated, Finnair emerges with the highest rate. The airline grounded 3.35% of its more than 43,000 journeys during the five-month period highlighted in the data, indicating significant scheduling challenges.
This detailed complaint and cancellation data from the Civil Aviation Authority offers valuable insights for passengers considering their travel options and highlights areas where airlines may need to improve their customer service and operational reliability.
